Starbucks customer service case analysis

Print Starbucks is one of the best consumer experience-led brands. While certain consumers believe it is a great coffee, in some blind taste tests, Their coffee has finished middle of the pack.

Starbucks customer service case analysis

Starbucks customer service case analysis

The tool was named after Michael E Porter who developed it. From the bargaining power of suppliers to the potential threat from the substitutes, the tool is used to analyse all the forces that can have an impact on the competitive position of a business firm.

Starbucks customer service case analysis

Especially, this analysis becomes highly relevant in the global environment and in the case of large firms. Following is an analysis of the five forces that influence the competitive position of Starbucks in the industry: Five Forces Analysis Threat of new entrants: The barriers are not very high and the initial investment to start a coffee brand is not high either.

The level of saturation in the industry is moderately high. New entrants can compete with brands like Starbucks at local level. However, their possibility of being successful remains low to moderate.

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Starbucks has grabbed a large market share based on its infrastructure, efficiency and product quality. So, the threat of new entrants remains. However, it gets mitigated to a large extent by brand image, market share and other factors like brand loyalty.

An important factor that gives the Starbucks brand a competitive edge is its access to raw materials and suppliers. Based on its size, scope and ability to pay, Starbucks has access to better quality coffee and a larger number of suppliers globally.

All these factors act to moderate the level of threat posed by the new entrants. The threat has increased to some level due to the entry of McDonalds in this line through McCafe. Moderate to high The number of substitute products for the Starbucks brand coffee is high.

From juices to tea and alcoholic as well as non-alcoholic beverages there are several substitutes available in the market. Another source of threat in this area are the homemade products that the consumers can make at home. Apart from it the switching costs are negligible.

Still, there are some factors that moderate this threat to some extent. Apart from the premium quality coffee, excellent customer service and a great ambience, Starbucks also sells premium packaged coffee and coffee makers.

Starbucks Five Forces Analysis Bargaining power of buyers: Moderate to low The bargaining power of buyers in case of Starbucks is moderate to low. The size of individual purchases is small and so single buyers do not hold enough influence.

Apart from it the coffee brand has a diverse customer base.

Essay title: Starbucks Company Analysis

Its customers are mainly quality sensitive and willing to pay higher prices for premium quality products. Still, the prices cannot be excessively high because customers watch for such trends and would start switching.

Moreover, the product mix of Starbucks is diverse. Based on all these factors the power of buyers remains low. Bargaining power of suppliers: Ethical sourcing is another major policy at Starbucks. The brand sources Coffee ethically from several parts of the world. It is also growing with the coffee farmers directly that has helped it gain higher control over its supply chain.

It eliminated the mediators and started sourcing from the farmers directly. Starbucks has developed great relationships with both tea and cocoa farming communities to educate them, about better cocoa farming practices and to help them derive maximum profits from it.

All of this has worked to reduce the clout of the mediators and the suppliers. Moreover, the number of suppliers is high and Starbucks has plenty of room to exercise choice. So, its excellent supply chain management in the last decade has reduced the bargaining power of suppliers and brought it low.Starbucks is one of the best consumer experience-led brands.

While certain consumers believe it is a great coffee, in some blind taste tests, Their coffee has finished middle of the pack. For the most part, Starbucks is a master of employing value based pricing to maximize profits, and they use research and customer analysis to formulate targeted price increases that capture the greatest amount consumers are willing to pay without driving them off.

Read this Business Case Study and over 88, other research documents. Starbucks Company Analysis. Catching the Starbucks Fever Starbucks History Starbucks opened operations in Seattle’s Pike Place Markets in with the future aim.

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The Starbucks customer satisfaction scores declined. 3 Customer Service Lessons that We Should All Learn From Starbucks. In fact, the average Starbucks customer visits the store 6 times per month. In addition, the loyal customer will go to a store 16 times per month, which accounts for 20 percent of their customers.

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